Complaints

Lanark County Mental Health (LCMH) is committed to ensuring that all feedback and complaints received from clients, their families or substitute decision-makers, are handled in a respectful, timely, and appropriate manner. Lanark County Mental Health values and encourages feedback and recognizes that it is essential in maintaining and improving the quality of services provided.

Clients, their families, or substitute decision-makers, can provide feedback or make a complaint by speaking to the staff member providing the service.

Following speaking to the staff member providing the service, feedback or complaints can be made using the following form and will be reviewed by the Manager of Mental Health Services or designate.

LCMH will acknowledge receipt of the feedback or complaint within two business days of receiving it.

The Manager of Mental Health Services will ensure that an investigation is conducted as necessary, and that the client, their family or substitute decision-maker, is kept informed of the progress of the investigation.

The investigation will be completed within 30 business days of receiving the feedback or complaint. If it is not possible to complete the investigation within 30 days, the client, their family, or substitute decision-maker, will be informed of the reasons for the delay and when they can expect a response.

LCMH will provide a written response to the feedback or complaint, which will include the outcome of the investigation and any actions taken, within five business days of completing the investigation.

LCMH recognizes that some clients, their families, or substitute decision-makers, may prefer to provide feedback or make a complaint anonymously.

Anonymous feedback or complaints will be accepted but may limit LCMH’s ability to investigate and take appropriate action.

Complaints Form